Open To Work
Trey Fitzgerald
Transforming Service Desk Operations Through Leadership, Process Excellence & Technical Depth
Fort Worth,TX
Summary
Dynamic IT Service Desk and Help Desk leader with over 20 years of experience in managing and optimizing IT operations, team performance, and service delivery in both enterprise and remote environments. Proven track record in leading cross-functional teams, driving rapid incident resolution, and implementing process improvements that enhance customer satisfaction and operational efficiency. Expertise in incident management, technical troubleshooting, and delivering comprehensive support across diverse platforms, including Microsoft Office 365, Citrix, and Active Directory. Committed to mentoring teams, optimizing service desk workflows, and ensuring adherence to SLAs while aligning technology solutions with business objectives.
Overview
26
26
years of professional experience
15
15
Certifications
Work History
Global Service Desk Supervisor
LTIMindtree / Western Asset Management
Fort Worth, TX
01.2020 - 10.2025
- Led and mentored a team of seven Service Desk professionals, ensuring rapid resolution of incidents and service requests.
- Served as a Subject Matter Expert (SME) across multiple technologies, providing advanced troubleshooting support to Level 2 and Level 3 teams.
- Managed ServiceNow aging ticket queues, enforced SLA compliance, and improved overall service delivery performance.
- Administered Microsoft Teams, SharePoint, and Exchange Online (Office 365), maintaining system stability and seamless communication across the organization.
- Supported automation of user onboarding and offboarding workflows, reducing manual effort and improving process accuracy.
- Monitored and maintained the ServiceNow CMDB and SMDB to ensure accurate inventory, ownership, and configuration data.
- Oversaw daily service desk operations, driving timely resolution of technical issues for a diverse and high‑volume user base.
- Handled technical escalations efficiently, resolving complex issues with professionalism and urgency.
- Coached and developed team members, strengthening troubleshooting capabilities and customer service excellence.
- Implemented process improvements that increased operational efficiency and reduced incident response times.
- Designed and delivered training programs to promote knowledge sharing and skill development across support teams.
- Collaborated with cross‑functional teams to streamline communication channels and enhance the overall user experience.
Senior Technical Software Engineer
Mindtree / Department of Defense
Fort Worth, TX -Home office
06.2019 - 06.2020
- Supported DoD and government agencies by leading large‑scale email and file migrations from on‑premises Exchange, GroupWise, and Box to Microsoft Office 365.
- Obtained and maintained an IT‑Secret security clearance.
- Executed migration projects using Microsoft proprietary migration tools, PowerShell automation, MoverIO, and additional enterprise migration platforms.
- Administered Active Directory, ARS, and Office 365 environments, delivering continuous user, system, and access management.
- Authored knowledge base documentation and delivered technical training to internal teams and external customers.
- Led the backup operations team, assigned workloads, and ensured timely and professional customer communication.
- Designed, developed, and implemented software solutions to increase operational efficiency and reduce manual effort.
- Directed cross‑functional teams using Agile methodologies to deliver complex technical projects.
- Championed Agile adoption across the development organization, improving delivery timelines, collaboration, and overall team performance.
- Led cross-functional teams in the design and execution of complex technical projects.
- Mentored junior developers, fostering skill development and enhancing team productivity.
- Streamlined development processes through agile methodologies, improving project turnaround time.
Service Desk Analyst II (SME)
Envision Physician Services
Dallas, TX
09.2016 - 01.2019
- Delivered enterprise-level support for desktops, laptops, tablets, and mobile devices across a large, distributed organization.
- Managed Active Directory administration, including user account creation, group membership updates, and distribution list management.
- Installed, configured, and updated business‑critical software such as Microsoft Office 2016, AS400, and RightFax.
- Diagnosed and resolved Windows OS, hardware, and software issues for a diverse and high‑volume user base.
- Supported secure remote access solutions, including Juniper VPN and Pulse Secure, ensuring reliable connectivity for remote staff.
- Administered Citrix virtual environments to provide access to clinical systems such as eClinicalWorks and Emdeon.
- Provided Oracle Level 1 support, assisting with user access issues and resolving basic database‑related incidents.
- Delivered timely technical support for hardware and software issues, improving end‑user productivity and satisfaction.
- Managed the ticketing system, prioritizing incidents to enhance service delivery efficiency and SLA adherence.
- Partnered with cross‑functional teams to streamline support workflows and improve overall customer experience.
- Created and maintained knowledge base articles to promote user self‑service and reduce repeat support requests.
- Resolved technical issues for end-users, ensuring efficient operations and minimal downtime.
- Provided exceptional customer service, effectively addressing inquiries and concerns promptly.
IT Manager
Best-For-Your-Practice
Richardson, TX Home office
09.2015 - 08.2016
- Led multi‑channel Service Desk operations supporting global customers while managing remote infrastructure environments and healthcare systems. Ensured SLA/OLA compliance, optimized ticket queues, and directed major incident communications to maintain service stability.
Supervised and developed Service Desk Analysts, conducting coaching sessions, quality audits, and performance evaluations to elevate team capability.
Managed scheduling, workload distribution, and resource planning across phone, chat, email, and self‑service support channels.
Produced KPI dashboards, operational reports, and customer updates to communicate service performance and drive data‑backed improvements.
Oversaw virtual environments, cloud systems, and enterprise deployments, ensuring reliability and compliance with healthcare security requirements.
Executed VM maintenance, system updates, and performance tuning to support scalable infrastructure operations.
Delivered remote support via LogMeIn and GoToMeeting, resolving complex technical issues efficiently.
Administered encrypted database backups and disaster recovery processes.
Implemented and supported Amazing Charts EMR systems with SQL Server integrations.
Maintained WordPress hosting environments using Plesk and cPanel.
Built CMDBs, knowledge bases, and IT governance documentation to strengthen operational maturity.
Conducted access audits, patch compliance reviews, and HIPAA‑aligned security enhancements.
Coordinated vendor escalations and managed service expectations to ensure timely issue resolution.
Championed continuous improvement initiatives targeting service quality, operational efficiency, and customer satisfaction.
Western Regional IT Support Analyst III (SME)
Quest Diagnostics
01.2008 - 01.2015
- Diagnosed and resolved network, server, and VPN issues across a variety of healthcare environments
- Provided administrative support for healthcare applications, including mainframe, Citrix, HL7, and insurance applications
- Managed hospital equipment support, including dictation systems, time card systems, and print servers
- Created work instructions and training materials for new personnel, ensuring consistent service delivery
- Ensured contract compliance with service level agreements (SLAs) and provided hardware and software installations
- Provided Active Directory support, including password resets and user setups
- Implemented remote work disaster recovery plan using VPN and Avaya systems
- Saved $10,000/month by replacing auto-dialers with software report printing
- Received multiple awards for outstanding performance, including recognition from internal and external clients
- Analyzed user support requests to identify trends and improve service delivery.
- Collaborated with cross-functional teams to resolve complex technical issues efficiently.
Technical Services T-III / Blackberry / PDA / Network Floor Lead
T-Mobile
01.2007 - 01.2008
- Troubleshot network, device, and data service inquiries, ensuring effective resolution of customer issues
- Supported Blackberry Enterprise Server and mobile platforms such as Windows XP, Vista, Mobile 5.0/6.0
- Provided router installation and network support, ensuring seamless service delivery
- Reported network trends and collaborated with the technical team to improve service quality
- Conducted floor support, team leadership, and training for technical support staff across multiple satellite offices
Cytology Support Supervisor & Copath Systems Manager
Laboratory Corporation of America
01.2000 - 01.2007
- Managed HIPAA-compliant storage and destruction of patient files, ensuring regulatory compliance
- Supervised a team of 15, handling HR functions and delegating tasks across the department
- Oversaw Cytology platform logs and anatomic pathology systems on AS-400
- Coordinated with the Labcorp Conversion team to transition to new COPATH AS/400 and S.I.S. systems
- Managed payroll for the department and conducted employee interviews and exit interviews
- Led quality control initiatives in the order entry department
- Supervised daily operations, ensuring compliance with laboratory standards and protocols.
- Trained and mentored staff on operational procedures and best practices.
- Coordinated workflow management to optimize resource allocation and efficiency.
Education
High School Diploma -
Sunset
Dallas05-1989
Skills
- Ticketing system proficiency (ServiceNow)
- Escalation handling
- Service level management
- Incident management
- Leadership
- Problem-solving
- Communication
- Cybersecurity Awareness
- Microsoft windows and office
- ITIL CMDB
Certification
Cybersecurity Essentials: SOC (Udemy), Getting Started with Linux (Pluralsight), Master ServiceNow ITSM (Udemy), Windows Server 2025 Active Directory & Identity Management (Pluralsight), Azure Active Directory (Pluralsight), Copilot for Microsoft 365 Apps (Pluralsight), IT Service Management Specific Practices (Pluralsight), Microsoft Azure AI 900 (Pluralsight), SharePoint Online 2019 (Pluralsight), SharePoint Online Pro 2020 (Pluralsight), Automation for Business (Starweaver), Communication in Remote Work (University of California, Irvine), Deep AI Learning (DeepLearning.AI), Generative AI: Applications & Theory (IBM), Generative AI: Intro & Applications (IBM), Generative AI for Project Managers (Project Management Institute), Intro to Cybersecurity Tools & Cyber Attacks (Coursera), IBM Intro to Cybersecurity & Cyber Tools & Attacks (IBM), Microsoft Azure (Udemy)
Work Preference
Work Type
Full TimeADDITIONAL WORK EXPERIENCE
Line Technician / Lexmark Fab Start Up Supervisor, Texas Instruments
Timeline
Global Service Desk Supervisor
LTIMindtree / Western Asset Management
01.2020 - 10.2025
Senior Technical Software Engineer
Mindtree / Department of Defense
06.2019 - 06.2020
Service Desk Analyst II (SME)
Envision Physician Services
09.2016 - 01.2019
IT Manager
Best-For-Your-Practice
09.2015 - 08.2016
Western Regional IT Support Analyst III (SME)
Quest Diagnostics
01.2008 - 01.2015
Technical Services T-III / Blackberry / PDA / Network Floor Lead
T-Mobile
01.2007 - 01.2008
Cytology Support Supervisor & Copath Systems Manager
Laboratory Corporation of America
01.2000 - 01.2007
High School Diploma -
Sunset